VODACOM - PATHETIC SERVICE

Good day, P I have taken out an upgrade on my Vodacom cell phone contract on the 26/09/2018 with consultant Zandile. It’s was a Samsung A6+ black in colour, just over a week the cell phone started to give me issues when the cell phone completely shut down and its switch back on there is no connection to any social media or any internet connection, even when connecting to WI-FI.

I then logged several (10) calls during this time, after spoken to a technician after explaining the above he said that it could be a faulty batch and advise i return it. I then call the cancellations or after department of Vodacom and requested just an replacement device, however the consultant advise that they can only do the credit once this is done, they can determine whether I'm getting a new device. i agree to that for an upliftment to be arranged. I then had to call in myself a week later after another gentleman Kendall assisted me in the admin department which he keep on sending me a link that the call was logged and not arranging the pick-up, two weeks has passed and I had to do another follow up with Kendall still no response I then contacted the consultant Zandile which initially assisted me with the upgrade, she then arrange the same day collection which Kendall could not do or had the decency to give feedback on.

The parcel was collected on the 27/11/2018 REF: COL ********** 9 and the credit had to be arrange after the device has been received, I then followed up 06/12/2018 and was given a *** and was told that the cancellation has been logged, I then contacted the Chat Cellular branch in Adderley street Cape Town on 10/12/2018, to check on their side if the credit has been processed and the way forward only to find out that nothing has been processed for cancellation the same day I called and was promised that Zandile which was the consultant who assisted me with the upgrade will give me a call, until date i have received feedback from Vodacom.

I have paid my account till date, yet I'm paying for a pathetic service that I don't have any benefit of, the device is currently with Vodacom.

On the 11/12/2018 i contacted the can the cancellation department and insisted to speak to the manager, I then met Jennifer the manager/supervisor who advise she will immediately escalate my query and contact back in the next hour, a day has gone and I'm still waiting on Jennifer's call, I have contacted her twice which she was in a meeting 2nd time around she was on lunch. Is this a norm at VODACOM that on every level their service PATHETIC.